April 2017

Feature

Disaster Planning: The Human Factor

By Susan Hash

Support your contact center’s most important asset before, during and after a disaster.

Agility Factor

Differentiator Series, Part 3: Optimizing the Exceptions

By Jay Minnucci

In the drive to maximize efficiency, don’t neglect the needs of your “non-standard” callers.

Association Spotlight

The Largest Call Center Association in the NorthEast!

By NECCF

The NorthEast Contact Center Forum (NECCF) has grown tremendously in the past 16 years. Get to know this incredible regional organization!

Idiom Insights

Talk Is Cheap… Or Is It?

By Kathleen Peterson

“Talk” is not simply the cost of human resources; it is an investment that yields a high-performance operation.

Inside View

Matt Medina, Dun & Bradstreet Emerging Businesses

By Susan Hash

Building a service center with a focus on the human element.

Learning & Development

5 Best Practices for Designing a Successful Training Program

By Benjamin Gertz

Techniques to develop your agents’ skills with minimum cost and maximum effectiveness.

Performance Matters

Developing Long-Term Employees

By Brian Burke

How to engage, retain and grow your contact center’s greatest assets.

Superior Service

How Would Customers Rate Your Company’s Customer Service?

By Dana Brownlee

Recent poll results reveal top customer service frustrations.

Tech Line

Simplifying Remote Access

By Brian Hinton and Matt Morey

The need for remote access to core contact center infrastructure continues to grow. Technology options today enable great flexibility for leaders and agents alike.

The View from the Saddle

Cool Hand Stew

By Paul Stockford

A Q&A with Stewart Bloom, the cool-headed leader at Aspect’s helm.